VIDEO PRODUCTION | EVENT FILMING | LIVE STREAMING
Tel: +44 (0)1253 508670


TROUBLESHOOTING

If you are experiencing playback issues during the live stream, such as freezing, buffering, error messages, or a blank screen please try the steps below.




Make sure you are using one of our supported browsers listed below:


  • Internet Explorer
  • Safari
  • Firefox
  • Opera
  • Google Chrome

Common Problems & Solutions

"I can't see the stream." Believe it or not this is one of the most common questions we get asked and 90% of the time the broadcast hasn't even begun. Check with the broadcaster, they may be delayed, it may have been moved back. Check social media & websites for details. If you're sure it's started then follow all the steps on this list.

My video keeps buffering?

The live stream is designed to play pretty much straight away, but a small amount needs to be loaded, or "buffered" first before play can begin. However, if your connection is slower than 2Mbps or drops below that speed because of problems with your internet connection, it may not be able to download enough of the stream to play.

No video player, there is just a blank space where the player should be:



Stream is frequently re-buffering, looks choppy, laggy, pausing or stop and go:


  • Update flash
  • Check bandwidth
  • Check computer resources
  • Disable or enable hardware acceleration
  • Disable any programs running in the background on your computer/tablet/phone

Black screen instead of a live video stream:


  • Try clicking in the video window and/or the play button if the stream does not auto-start
  • Check bandwidth
  • Update flash
  • Disable or enable hardware acceleration
  • Watch at a lower quality
  • Check computer resources
  • Check that the live stream content is not being blocked by a firewall or content filtering from your local network
  • Check that the broadcast is actually streaming. Find social media & websites for details.

I can't hear any audio:


  • Make sure the volume is up on the video player window
  • Check your browser hasn't muted all audio
  • Test and play some other sound from your computer to make sure there is no audio card issue
  • Refresh the page

Stream is playing back at a lower than expected frame rate:


  • Check bandwidth
  • Update flash
  • Disable or enable hardware acceleration
  • Check computer resources
  • Disable any programs running in the background on your computer/tablet/phone

The following tips are recommended for mobile viewing:


  • Do not use private browsing mode on Safari on iOS
  • Use Wi-Fi rather than 3G or 4G connection whenever possible
  • Make sure no other Apps are running in the background
  • Update your device to the latest IOS


©2019 Globegig Media
Caxton House,
Caxton Ave,
Bispham,
Blackpool,
FY2 9AP
Tel: +44 (0)1253 508670